Support specialist lead job description

Job Title
Terminal Support Specialist Lead/Supervisor

Job Purpose
What does a great Terminal Support Specialist Lead do?You will resolve escalated issues from bank partners and the executive team using your excellent communication skills, your understanding of the appropriate escalation channels and when to utilize them, and your strong client focus. You'll also develop tools and resources for, and provide mentorship to, associates, creating and delivering sophisticated training utilizing a variety of modalities for new programs and initiatives.What you'll do:• Work a flexible work schedule- Monday- Friday, between 4:45AM -6:15 PM PST
• Download terminals and build on that skillset• Create positive energy in the face of challenges, inspire others to follow your lead, focus on and celebrate team accomplishments, constructively handle disagreements or conflicts to reach a win/win situation
• Openly share information with consideration for the thoughts and ideas of others• Simplify/explain complex scenarios
What you need to have:• High School Diploma or Equivalent• 2+ years customer service experience• 2+ years with multiple computer system platforms
• Experience with performance requirements such as Voice of the Customer, Quality, Schedule AdherenceWhat would be nice to have:• Bachelor's or Associates Degree• Senior Support experience

Learn more about Fiserv:
To support the total well-being of our associates, Fiserv takes a broad approach to our benefits. We offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options.
We are #FISVProud of our benefits and well-being programs. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.
Life moves fast. And as it does, we know most people aren't thinking about “financial services”. But we are.
We help people and businesses move money and information every minute of every day. Our solutions connect financial institutions, corporations, merchants and consumers to one another, millions of times a day, behind the scenes, reliably and securely.
We're Fiserv, a global leader in Fintech and payments enabling innovative financial services experiences that are in step with the way people live and work today. The company's approximately 44,000 associates proudly serve clients in more than 100 countries, so their customers, members and consumers can move money when and where they need it, at the point of thought.
Our Aspiration is to move money and information in a way that moves the world. As a FORTUNE™ 500 company and one of FORTUNE Magazine World's Most Admired Companies for eight years, we are committed to excellence and purposeful innovation.
We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Explore the possibilities of a career with Fiserv and Find Your Forward with us.

This role is not eligible to be performed in Colorado.

Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.

Thank you for considering employment with Fiserv. Please:

Apply using your legal name Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Fiserv is an Equal Employment Opportunity Employer, and it is the Company's policy to make all employment decisions without regard to race, color, religion, creed, age, sex, national origin, veteran status, disability (as long as the individual is able to perform the essential functions of the job with or without reasonable accommodation), and any other characteristic protected by Law.

Sign on Bonus of $2000 may be available upon hire and eligibility.

Benefits

• Trauma training & certification
• CEUs
• Clinical supervision within your work hours and provided by Board certified supervisors
• Licensure expenses fully covered
• Comprehensive benefit, incentive, and wellness package

What is this company? Board of who?

Board of Child Care (BCC) is not a federal or state agency. It is an independent not-for-profit organization that serves over 1,000 children annually across 12 locations. You would join about 800 teammates across DC, MD, PA, and WV that empower youth and their families to flourish within their community. Talent at BCC are guided by shared Core Values of Safety, Relationships, Empathy, and Impact.

What does this job do specifically?

• Essential Responsibilities:
• Acts in the capacity of the designated point of contact for new intakes entering the Caminos Program, duties to include (but not limited to): ensuring completion of steps to prepare unit to receive new intakes, greeting new intakes upon arrival and providing each youth with a warm welcome to the program, processing the admission of the youth in the UC portal and securing belongings of the new arrivals for Care Team staff to process and inventory.
• Assists with the preparation and coordination of resident discharges by completing required discharge documentation, reviewing required documentation with the resident, processing the discharge of the resident from the UC portal and generating UC portal discharge documentation including the Verification of Release form.
• Consistently implements each residents programming in an individualized manner, implementing safety and guidance plans as applicable to provide additional supports and ensures the completion of all documentation related to resident progress and activities.
• Coaches and mentors treatment specialist to engage in supportive conversations with youth and their role as a positive, consistent support in the recovery from complex trauma. Encourages actions in a calm, respectful, and patient manor.
• Utilizes and mentors treatment specialist to implement specialized training provided by BCC to prevent and support youth that are experiencing acting out behavior. This training includes, but is not limited to: Therapeutic Crisis Intervention, National Trauma Stress Network modules, Integrated Treatment and Prevention of Sexual Abuse and Harassment concepts.
• Encourages the establishment of a safe, secure, and calm milieu through supporting the treatment specialist in completion of the unit routines and schedules, as well as unit systems for cleanliness, supplies, recreation, etc. Working with the care team, support the wellness of the youth through identifying and supporting the health, medical, educational, spiritual needs of the youth to create a trauma sensitive milieu. The goal is to create an environment that avoids triggering their unregulated emotions whenever possible.
• In order to assist the youth in regulating their emotions when they are unable, the lead treatment specialist must be self-aware and avoid getting caught up in the emotions and teach the youth how to manage these difficult situations and assist with developing interventions that include alternative pathways to seclusion or restraint.
• In collaboration with the unit supervisor and therapist, participates in the development and facilitation of weekly life skills and acculturation groups. Supports and mentors treatment specialist to understand the value of life skills and acculturation groups and encourages treatment specialist to participate in the identification of subject matter for these group sessions.
• Demonstrates understanding of how the residential services works together with the other programs in the agency to support the orientation of youth and care team members. Able to demonstrate how the alignment of services supports treatment and how residential fits within the treatment services.
• Provides support to the treatment specialist to teach and maintain an environment that supports the acquisition of life skills, including: health, hygiene, money management, etc. Help support the treatment specialist in understanding that setting limits and offering a fair and reasonable consequence for unsafe behavior is central to establishing the treatment environment and avoid power struggles for non-safety issues.
• Demonstrate effective communication and leadership that contributes to the ability to teach a mentor treatment specialist and supports BCC central goal, “team work always.”
• Demonstrates knowledge of and familiarity with both Board of Child Care and Office of Refugee Resettlement Policy and Procedures relating to the care and supervision of Unaccompanied Children. This includes knowledge of legal background and authority governing the practice as related to working with Unaccompanied Children.
• Demonstrates the ability to ensure the appropriate staff support for campus, while minimizing and/or eliminating overtime.
• Provides safe transportation in agency vehicles for residents to keep scheduled appointments as required.
• Supports Legal Service Provider needs for Know your rights and Legal Screening facilitation within 7-10 days of minor admission
• Provides mandatory on-call coverage.

Eligibility

Required Education and Experience:

Associates degree plus 3 years of working with youth in social service setting

Or

High School Diploma plus 5 years of working with youth in social service setting

Preferred Education and Experience:

Bachelor’s Degree from an accredited college or university.

Certification in Medication Administration through the State of Maryland within twelve months of employment.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

The Board of Child Care is an equal opportunity employer committed to excellence through diversity. All eligible candidates, regardless of personal characteristics, are encouraged to apply for vacancies as appropriate.

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Full Time Lead Recovery Support Specialist -
At Granite Recovery Centers , we do things differently. Our workforce are not just employees,
they are members of a large, diverse, mission and values driven family who are collectively
committed to changing and saving lives affected by addiction. We celebrate being an Employer
of Choice committed to providing a recovery friendly and equal opportunity workplace.

Overview:
The purpose of the position of Lead Recovery Support Specialist is to maintain a staff of RSS
ensuring RSS are capable of doing their jobs. This is achieved by monitoring their behavior and
interaction with clients. Lead RSS must also keep a pulse on the lives of RSS outside of the
workplace, ensuring they are living up to and/or working on spiritual principles. This ensures a
level of transparency when RSS are caring for clients. Lead RSS will privately redirect RSS
when they fall short, including progressive discipline when appropriate.



Knowledge:

• High school diploma or GED required


Skills:

• Excellent interpersonal skills maintaining a positive collaborative relationship among
staff
• Communication skills also include the ability to listen and understand employees
• Lead Recovery Support Specialist will oversee both hands on and through delegation, the
training of all new RSS. Lead RSS will implement both a RSS training manual and
live practical training of new RSS. Training of RSS will always be an ongoing process
which will be communicated by OS to RSS
• Lead RSS will be a point of contact when information needs to be relayed from other
departments to RSS, including, Clinical, 12 Step, Administrative, Dining and Executive
departments
• Conducting organizational and administrative duties
*Communicating effectively in written and oral form.
• Ability to work in a fast-paced, dynamic environment
• Time management skills and the ability to work on multiple projects simultaneously
• The ability to make decisions and find alternative solutions to problems
Responsibilities
Meet deadlines, while maintaining a positive attitude and providing exemplary customer service Direct supervision of clients Enforcement of policies and procedures Observe and supervise medication administration while maintaining accurate medication logs and records Ability to work independently or with a team and carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices Offer clients support based upon the application of the 12 Steps in real life situations Serve as an intermediate between clients and their clinicians Offering and implementing various growth opportunities Observe client behavior assessing whether it enhances or diminishes the recovery process Redirection of behavior which impedes the recovery process Directly involved with the Admission process of a new client and the discharge process for clients, this includes doing a property search, a search of the client, completing all paperwork and uploading into the EMR and assisting the Admissions Coordinator Attending groups, taking notes and logging information into the EMR when necessary Transport clients to and from 12 step meetings Transport clients to and from medical appointments Transport clients for Admission as well as for discharge Demonstrate and foster the companys Mission, Vision and Values Lead RSS will take responsibility for the condition of the residential units on an off
campus to also include group rooms Lead RSS will redirect clients as any RSS does as well as imposing growth opportunities
if the situation calls for it Lead RSS may be asked to attend Morning Staffing Meeting, QA Meeting, Supervisors
Meeting as designee of Operations Supervisor when necessary Must meet then maintain all pre-employment requirements which includes reference
checks, applicable state and national required background screening, 10 panel urine drug
screen, DMV check, insurance (if applicable), and license/credential verifications Lead RSS will work with other departments to ensure clients make it to appointments,
including lab, doctor, and legal appointments. LRSS will ensure all documents from said
appointments are uploaded into client charts Lead RSS will oversee on-site admissions process. RSS staff will be delegated the
responsibility of getting the client admitted. Lead RSS will ensure all paperwork is
uploaded into the client chart, contacts entered, a picture is uploaded and all necessary
tags changed. Lead RSS will work with Operations Supervisor to determine if any
training opportunities exist in the paperwork Lead RSS will periodically audit med logs to ensure State compliance. Any
discrepancies will be corrected through a training opportunity for the entire staff. In
addition to med logs Lead RSS will ensure all discharges are executed with proper paperwork, returning of
property, and returning of medication to the client. Operations Supervisor is responsible
for ensuring all discharge paperwork is uploaded and transport for the client is scheduled,
if applicable Lead RSS will take responsibility for the condition of the residential units on an off
campus to also include group rooms Lead RSS will redirect clients as any RSS does as well as imposing growth opportunities
if the situation calls for it Lead RSS may be asked to attend Morning Staffing Meeting, QA Meeting, Supervisors
Meeting as designee of Operations Supervisor when necessary Must meet then maintain all pre-employment requirements which includes reference
checks, applicable state and national required background screening, 10 panel urine drug
screen, DMV check, insurance (if applicable), and license/credential verifications
Qualifications:
Valid drivers license. Must pass State of New Hampshire driving record checks. High School diploma or equivalent. 12-step recovery knowledge a plus. Some computer proficiency Ability to lift up to 40 pounds with or without reasonable accommodation.
Ability to follow and complete a task list on a daily basis. Excellent organization and prioritization skills. Good written and verbal communication skills.
Benefits:
Competitive salary Comprehensive benefits package including medical, dental, vision and 401(K) Generous paid time off accrual Excellent growth and development opportunities Satisfying and rewarding work striving to overcome the opioid epidemic
COVID-19 considerations:
Everyone will be asked to be in compliance with the most recent COVID guidelines from CDC, State, County and City.
Here is what you can expect from us:

Granite Recovery Center is committed to helping people achieve lasting sobriety through comprehensive care and compassionate support. Founded by and staffed with individuals in recovery themselves, we treat residents with the respect and dignity they deserve. Our New Hampshire center provides individualized care and evidence-based clinical approaches in an environment that promotes healing.

Granite Recovery Center is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, citizenship, genetic disposition, disability or veterans status or any other classification protected by State/Federal laws



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